Are you passionate about technology and customer experience? Do you possess strong analytical and problem-solving skills? If so, MetLife is seeking a highly motivated and detail-oriented individual to join our team as a Technology Liaison for IVR UAT. In this role, you will play a pivotal role in ensuring the successful implementation and testing of our Interactive Voice Response (IVR) system. As a key liaison between technology teams and business stakeholders, you will have the opportunity to make a significant impact on the overall customer experience. We are looking for a self-starter who is able to work independently and collaboratively, with a strong understanding of IVR technology and an ability to communicate complex concepts to non-technical audiences. If this sounds like you, we would love to hear from you!
- Collaborate with cross-functional teams to gather business requirements and translate them into technical specifications for IVR system implementation.
- Design and execute test plans to ensure the functionality and performance of IVR system meets business needs.
- Identify and troubleshoot technical issues during IVR testing and work with technology teams to resolve them.
- Serve as a subject matter expert on IVR technology and provide guidance and support to business stakeholders.
- Communicate project updates and progress to relevant stakeholders, including senior management.
- Conduct user acceptance testing (UAT) and provide timely and accurate feedback to ensure a seamless customer experience.
- Proactively identify areas for improvement in IVR system and make recommendations for enhancements or updates.
- Stay up-to-date on industry trends and best practices related to IVR technology and customer experience.
- Collaborate with customer service teams to gather feedback and insights on IVR system functionality and make necessary adjustments.
- Ensure compliance with regulatory requirements and company policies related to IVR system.
- Work independently and in a team environment to meet project deadlines and deliver high-quality results.
- Continuously monitor and assess the effectiveness of IVR system and make recommendations for improvements to enhance customer experience.
- Keep detailed documentation of IVR system implementation, testing, and any updates or changes.
- Train and support end users on IVR system functionality and troubleshooting.
Experience In Ivr (Interactive Voice Response) Technology: The Ideal Candidate Should Have A Strong Understanding Of Ivr Systems, Including Their Functionality And Technical Requirements. This Could Be Demonstrated Through Previous Work Experience Or Relevant Certifications.
Knowledge Of User Acceptance Testing (Uat) Processes: The Technology Liaison Should Be Well-Versed In Uat Methodologies And Best Practices, With A Proven Track Record Of Successfully Managing Uat Projects. This Includes Experience In Writing Test Plans, Executing Test Cases, And Reporting Defects.
Excellent Communication And Collaboration Skills: As A Liaison Between Technology And Business Teams, The Candidate Must Possess Exceptional Communication Skills To Effectively Convey Technical Information To Non-Technical Stakeholders. They Should Also Be Skilled In Building Relationships And Collaborating With Cross-Functional Teams.
Analytical And Problem-Solving Abilities: The Role Of A Technology Liaison Involves Identifying And Resolving Technical Issues And Ensuring That The Ivr System Meets Business Requirements. Strong Analytical And Problem-Solving Skills Are Therefore Crucial For Success In This Role.
Project Management Experience: The Technology Liaison Will Be Responsible For Managing And Coordinating Uat Activities, Including Timelines, Resources, And Deliverables. Prior Experience In Project Management, Including The Use Of Project Management Tools, Is Essential For This Role.
Quality Assurance
Communication Skills
Troubleshooting
User Experience
Project coordination
Requirement Gathering
Cross-Functional Collaboration
Change
IVR Testing
Uat Management
Technical Liaison
Communication
Conflict Resolution
Leadership
Time management
creativity
Organization
Teamwork
Adaptability
Problem-Solving
Empathy
According to JobzMall, the average salary range for a Technology Liaison - IVR UAT is between $70,000 - $90,000 per year. However, salaries may vary based on the specific company, location, and level of experience. Some companies may also offer additional benefits and bonuses.
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MetLife, Inc. provides insurance and financial services to individual and institutional customers. It offers life insurance, annuities, automobile and homeowner's insurance and retail banking services to individuals as well as group insurance, reinsurance and retirement and savings products and services. The company operates its business through six segments: Retail, Group, Voluntary and Worksite Benefits, Corporate Benefit Funding, Latin America, Asia, and Europe, the Middle East and Africa.
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